Q&A Entries

A Q&A entry is one question with its answer. The bot searches your entries together with your sources for every question it answers, so an entry is the quickest way to give it an exact answer.

Entries come from six places: entries you write, files you upload, corrections staff type when they vote an answer down, closed tickets, resolved Auto Support threads, and consolidation of learned entries. This page is for the staff who keep the Knowledge Base accurate.

Where entries come fromCopy Anchor Link

Your web pages, Discord channels, GitHub repositories, and files are sources, not entries: the bot reads their text directly. See Adding Sources. A file is both: its text is searchable as a source, and AI also turns it into entries.

Writing an entry yourselfCopy Anchor Link

Add an answer does not check for duplicates, so search the list first. Entries you write are never changed by merges or consolidation; an automatic update to one always becomes a review proposal.

Entries from uploaded filesCopy Anchor Link

When the owner adds a .txt, .md, or .docx file as a source, AI turns what the file says into entries, using only the file.

An entry goes live right away unless its answer mentions a link, email address, or number that is not in the file: then it waits as Waiting with the note Not found in the file: followed by what was not found. Check the answer before approving it.

When a file has nothing to turn into entries, the source on the Sources tab says why. See File for the full behaviour.

Entries made from a file follow the file. While the file is switched off, or is over your plan's source limit, they are not used in answers and the list says Not used in answers while its file is switched off or over your plan's source limit. Removing the file removes them.

Entries you edited are yours: they stay in use when the file is switched off or removed, and answers cite them as Staff Q&A.

Entries learned from tickets and threadsCopy Anchor Link

When a ticket closes, the bot turns the answers your staff gave into entries, scores them, and approves the confident ones automatically. Resolved Auto Support threads work the same way when thread learning is on. The settings and the cards posted to your logs channel are on Feedback & Learning and Auto Support.

Corrections from the 👎 buttonCopy Anchor Link

When a staff member presses 👎 under an answer and picks a reason, the Provide Detailed Feedback form opens. Staff also get the Correct Answer (helps AI learn) field; customers do not. A submitted correction of at least 10 characters becomes a Waiting entry on Staff Q&A, marked From a correction with the staff member's name, and the staff member sees Correction Saved for Review. A shorter one is kept with the vote only.

• The question is the customer's message, with email addresses, phone numbers, and other personal details removed. The answer is what the staff member typed.
• The entry waits with the note Correction from an answer voted down. Check both, change them with Edit and approve in the entry's ⋯ menu if needed, or Approve them as they are. Until then the bot does not use it.
• Approval is always by hand: corrections are never approved automatically, and no Pending Review card is posted to Discord.
• If the old answer came from another entry, edit or delete that entry too, so the two do not disagree.

StatusesCopy Anchor Link

An entry that is searchable also shows In use.

Reviewing on the Staff Q&A tabCopy Anchor Link

• The status tabs show how many entries each status has: All, Waiting, Approved, Approved by Atlas, and Ignored. On phones they are a dropdown. Waiting also lists Edited entries, Approved also lists ones approved by Atlas, and archived entries appear only under All.
• Search matches entries that contain every word you type, in the question, the answer, an edited version, or added details.
• The list shows 10 entries per page, newest first.
• Approve and Ignore appear on waiting entries. Ignore marks the entry Ignored and keeps it under the Ignored tab.
• The ⋯ button on an entry holds Edit and approve (for a waiting entry) or Edit (for an active one), which opens Edit answer, and Delete. When editing an active entry the question can be up to 2,000 characters and the answer up to 10,000.
• Delete removes an entry permanently, including from search.
• Delete all waiting answers, in the ⋯ menu next to Add an answer, deletes every Waiting and Edited entry at once. Approved and ignored entries are untouched. This cannot be undone.
• An entry changed by a merge shows Updated once or Updated 2 times style badges and its Added details. A waiting Suggested update shows the Suggested new answer or Suggested extra detail; approving it changes the existing entry instead of adding a new one.
• The assistant above the list can find entries for you and propose deleting up to 25 at a time. Nothing is deleted until you confirm.

If the owner's plan no longer includes the Knowledge Base, the owner can still list, search, and delete entries, including Delete all waiting answers, but not create, edit, or approve them.

How the bot uses entriesCopy Anchor Link

• Approved and auto-approved entries are searched together with your sources for every question. An entry can answer a question even when no source is ready.
• When Show where the answer came from is on, an answer that used an entry names it in the Source: line: Staff Q&A for entries a person created, approved, or edited, Auto-Learned for entries approved by Atlas, and the file's source title for entries made from a file that nobody edited.
• Older entries count slightly less in search: after 90 days, and more after 180 days. The age restarts whenever the bot uses an entry and staff do not correct the answer.
• An entry whose answers keep getting negative signals, such as staff correcting the answer right after it is posted, is archived automatically once it has been used at least 5 times.
• When Tidy up answers regularly runs, learned entries older than 90 days that were never used and nobody edited are archived. Entries you wrote are never archived this way.
• When your ticket data retention setting deletes a ticket's content, the entries learned from that ticket and the corrections made in it are deleted too. Entries you wrote and entries from files are not affected.

Managing entries from an AI toolCopy Anchor Link

With MCP, the bot owner can list, search, create, edit, approve, reject, and delete entries from Claude Code or Codex. There is no purge from MCP.

TroubleshootingCopy Anchor Link

Common questionsCopy Anchor Link

What is the difference between a source and a Q&A entry? A source is content the bot reads: a web page, a Discord channel, a GitHub repository, or a file. A Q&A entry is one question with its answer. The bot searches both for every question.

How do I add an answer the bot should always give? Open Staff Q&A, click Add an answer, and write the question and answer. It is searchable immediately.

Can I turn a document into Q&A entries? Yes. Add it as a File source (.txt, .md, or .docx). AI turns what it says into entries, and the source tells you why if it found none.

Why is an entry waiting for review? It was learned with a confidence below your threshold, the daily auto-approval cap was reached, it proposes a change to an existing entry, it is a correction from the 👎 form, or it came from a file and its answer mentions a link, email address, or number the file does not contain.

Does the bot use the correct answer I typed into the 👎 form? Yes, once it is approved. It waits on Staff Q&A as a Waiting entry marked From a correction.

What happens to a file's entries when I switch the file off? They stop being used in answers until you switch the file on again, except entries someone edited.

What happens to entries when I remove a file? The entries the file created are removed with it, except entries someone edited, which stay.

Can customers create or change entries? No. Only the bot owner and dashboard staff can, from the dashboard. The owner can also use MCP.